A Big Lesson in Baby Steps
Have you ever wondered what makes great healthcare organizations great? I think about it a lot, having had the privilege of working with...
Dave Bowie and Healthcare Leaders Could Share a Commonality
This morning, I awoke to the news that David Bowie died. Truthfully, I can’t name one David Bowie song or album. He shot to fame when I...
It’s All About Us in Healthcare
In the past, the words “fear” and “patients” rarely occurred in the same sentence…until recently. How do I know? Because, for years, I’ve...
10 Must-haves in Your Patient-Experience Efforts
Organizations have become frantic in their efforts to improve the patient experience, as well as their scores; the move from volume to...
Measuring Something That’s Not There
I recently had the pleasure of consulting for well-respected health system, with the intent of improving the patient experience. Part of...
